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01
June
2015

Add Comment about Review Decision (C# version)

Almost two years ago, we have posted about adding a comment in the SCSM Action Log about a review decision. PowerShell is an excellent tool but the performance of Microsoft System Center 2012 Service Manager is always an area to improve.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager, SCUTILS BLOG

23
May
2015

Custom Close Task for Rejected Service Requests

In one of my previous post I wrote about how to set a status of declined Service Requests to Rejected instead of Failed. I received many thanks from the community and that was pleasant. However, one reader, Martin, added a comment about Close task that couldn’t be applied to Rejected Service Requests.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager, SCUTILS BLOG

20
May
2015

How to fix Attached By issue in the SCSM Problem form

Recently I’ve met on the TechNet Service Manager forum a request about an issue with ‘Attached By’ field in the SCSM Problem form. After you attach a file and then click on Apply or OK button in the SCSM Problem form, you cannot see who is attached the file. I’ve never put any attention for that but a quick check proved the issue in the Microsoft System Center 2012 Service Manager SP1 and R2.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

19
May
2015

Setting status of declined Service Requests to Rejected instead of Failed

Introduced in SCSM 2012, Service Request has lacked a Rejected status from the very beginning. If any Review Activity of a Service Request is declined, the Service Request gets a Failed status. It’s a very confusing behavior that also affects the reporting.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

12
May
2015

Related Items for Manual Activities

This morning I woke up and found in my inbox our partner’s request about attachments that SCUtils Email Connector adds to manual activities. Many of you know that the manual activity’s form in Microsoft System Center 2012 Service Manager does not have a Related Items tab. SCUtils Email Connector has an option to add the attachments from email messages related to SCSM Activities. But you cannot see and open the attached files in the manual activity’s form. That is why SCUtils Email Connector lets you attach the files to the activity’s parent work items (including Sequential and Parallel Activities) that have the Related Items.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

21
April
2015

How to get InstanceID to download a file attachment from a SCSM 2012 portal

Recently we have received a request from a customer that wanted to use our free product, SCUtils File Attachment, to let end users open file attachments related to the knowledge articles. Sometimes it is suitable to attach files like Word templates, scripts, large documents rather than place all these things into an internal content of a knowledge article. The customer planned to put direct links to the file attachments inside knowledge articles but did not want to query a SCSM SQL database each time to find InstanceID to create a link like this:

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

13
April
2015

How to change URLs in SCSM 2012 notifications templates using PowerShell

If you need to change URLs in notification templates of Microsoft Service Manager 2012, it could be a very annoying and time-consuming task. You might have dozens of the notifications templates with a complicated HTML formatting so it is so easy to miss some URLs or mistype. Last week our team met the situation and I decided to create a handy PowerShell script to simplify the process.

Written by: Marat Kuanyshev Categories: SCUTILS BLOG

18
March
2015

How to edit LDAP Query filter of Active Directory Connectors

Yesterday I participated in the Service Manager Customer LyncUp call and even typed two messages. I expected to see a road map for the Service Manager vNext but my expectations remain my expectations. However, I noticed that some people asked the product team about a feature request/bug fix that would allow editing the LDAP query filters of Active Directory connectors in Microsoft System Center 2012 Service Manager. Currently you have to create a new connector because those settings are grayed out.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

18
March
2015

How to use SCUtils FileAttachment to send notifications with attachment links

After SCUtils FileAttachment was released, we started to receive questions about the use of this add-on. For those who can use Orchestrator to send the notification, using the solution is a very simple and straight task. But if you want to use the notification templates of Microsoft System Center 2012 Service manager, it could be a bit complex thing.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

09
March
2015

System Center 2012 Service Manager Knowledge Management report

In one of our previous posts, we presented a knowledge management report based on the OLAP cube. In this post, I provide management packs required to create a report that utilizes Reporting Services.

Categories: System Center 2012 Service Manager

02
March
2015

How to manage a way that makes it easy to capture experiences in Service Manager 2012

The reality proves that the comprehensive and up-to-date knowledge base is an essential and laborious tool. We can accumulate tons of the resolved incidents with detailed (sometimes not so detailed) resolutions but our knowledge base may stay a desert. Some of the ITIL implementers think that an ability to edit the knowledge article in the web browser can change the status quo but the experienced practitioners know for sure that only a complete and present-day “how-to-do” database can encourage the end users to search in the KBs before creating a ticket.

Categories: System Center 2012 Service Manager

17
December
2014

How to notify an assigned user only when Manual or Review Activity is already In Progress

In my previous post, I published a notification workflow that informs an assigned IT analyst about a new assignment to a Manual Activity with “In Progress” status. Soon I got a feedback that it would be fine if the workflow also sends an email for the users assigned to Review Activities. 

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

16
December
2014

How to notify an assigned IT analyst only when Manual Activity is already In Progress

It is quite easy to create a notification workflow to notify an assigned IT analyst when Manual Activity becomes “In Progress”. But sometimes it’s required to assigned the user when Manual Activity is already “In Progress”. You can create a notification that is triggered when the user is assigned (‘addrelationship’). But if you don’t want to bother people before the action, you have to check the activity’s status before the notification.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

10
December
2014

How to completely remove Exchange Connector’s instances in Service Manager 2012

When you delete Exchange Connector management pack without prior deleting the connector’s instances, you get the orphaned connectors in the SCSM console that you cannot delete. Even after you import the Exchange Connector management pack back, the situation stays as bad as before.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

18
November
2014

How NOT to email end users about converted work items or how to email in SCSM 2012 using VS C#

I spent most of my last weekend to help our customer to solve the situation with notifications for affected users. Originally, the customer had set up following the notification workflows:

  1. If a new incident is created, send an email to an affected user with details;
  2. If a new service request is created, send an email to an affected user with details.

Written by: Marat Kuanyshev Categories: System Center 2012 Service Manager

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